Tutor
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3 Messages
How to stop Marshmallow from downloading/installing
I recently purchased a new Samsung Galaxy S6 from a third party retailer. As soon as I got it, it downloaded Marshmallow and asked to install. I said yes and it blew up the phone. It was immediately draining battery and was super hot (not in a good way, like hot to the touch!).
I was able to send it to Samsung under warranty and they replaced some component. When I was at the AT&T store reactivating my old phone so I could send the new one in, the rep told me not to download MM, that it is what caused all if the problems. Now I have my new phone back, but Marshmallow has downloaded and wants to install again. How do I get rid of the notification? It keeps asking me to install MM, but I'm afraid of having it mess up my phone again.
Any help would be much appreciated!
ATTHelp
Community Support
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231.5K Messages
8 years ago
Hi @klaliberte!
I can totally understand the fear you are now having with the Marshmallow update after having such a negative experience with your previous phone! I definitely apologize for that!
The software update on a phone can be declined up to three times before it automatically updates.
Once the phone updates, if you notice an issues, you do have the option to go into a Device Support Center. Device Support Centers (DSC) offer free technical support and warranty service for your phone. To locate a DSC, click on Troubleshooting at Device Support Center.
You also have the option of a Samsung Experience Shop located in a Best Buy store. Here you are able to have the phone re-flashed for you if you notice issues with the update. By re-flashing the phone, you will be placed back on the previous software. For a Samsung Experience Shop in a Best Buy store, you can locate one by clicking on Samsung Experience Shop.
Let us know if this helps! We are definitely here for you! Take care!
Tim, AT&T Community Specialist
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klaliberte
Tutor
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3 Messages
8 years ago
Hi Tim,
Thanks for the reply.
The update did install on it's own again. It was working great for a few days, but now the problems are back. My phone was at 95% this morning when I left my house around 7:30 am. I haven't done anything on it, and now it's hot and at 35% at 9:15 am.
I have a quesiton about the "reflashing". This is the same thing Samsung did when I sent the phone in. Won't I have the same issue with the MarshMallow reloading again? I guess I don't understand how having this done by Best Buy would be any different.
Thanks for your help!
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
8 years ago
@klaliberte
factory reset and dont load any apps on the phone. It could be an app that you downloaded is causing the battery drain. what is does your battery settings say is using so much juice?
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insulteduser
Scholar
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114 Messages
8 years ago
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ATTHelp
Community Support
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231.5K Messages
8 years ago
Hi @klaliberte!
Thank you for your follow up question, I’ll be happy to help you!
I’m sorry to hear you continue to have the battery drain issue. The Marshmallow update should be improving the battery life, not draining it and I understand how that could be frustrating.
You are correct, if you get the phone reflashed, it will eventually require you to upgrade to Marshmallow to remain operable with AT&T’s network.
Now, since this is happening after the update, it’s possible that some of your power and battery settings could have been defaulted back to the factory settings causing the battery to drain so quickly.
Just to ensure it’s not one of your settings, I’d recommend you go to our Troubleshoot & Resolve Tool select the make and model of your phone, and then click Power & Battery and click next.
You’ll be taken through a tutorial that will show you how to change some of the most common settings that cause battery drain and it should help your battery life.
Please let me know if any of these steps help the situation.
We appreciate your business and have a great day!
Tim, AT&T Community Specialist
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